Mattress Firm Mountain Farms Mall — Hotel in Hadley

Buying a mattress is generally pretty miserable. You can't really tell if you're going to like sleeping on it until you're actually sleeping on it, it's impossible to comparison shop because you can't tell what the differences are between them, and stores are often pretty unpleasant.

We did a weird thing and purchased a "mattress in a box" online brand through the Mattress Firm store. We got a good deal, and I liked having a local person to deal with. However... The mattress was fulfilled by the mattress company itself, not MF. Mike at MF was awesome all the way through, including planning for us to arrange delivery of the frame and things only after we'd received the mattress! (What would I have done with a bed from before then?... have them set it up and sleep on it with my old mattress? Leave it somewhere until they came? What a pain.)

But it seemed the mattress would never come! We got no update, no ship notification, no tracking... It was not fulfilled by MF and although I saw Chuck and Mike trying really hard to get an answer, there was only so much they could do.

Long story short: 24 days after placing the order, we received the mattress (another day later than the mattress company had finally promised). They'd apparently just increased the number of stores they sold through and had not been adequately staffed to get orders out.

But Mattress Firm was awesome. Mike took care of us all the way through. He made sure we felt good about things, followed up all the way through, and made good on his promises. When we finally had the mattress, he helped us arrange convenient delivery of the rest, and the guys who came were excellent.

Maybe I don't hate mattress shopping so much. Go see Mike... this isn't Sleepy's anymore. You'll be...

The store manager at Mattress Firm in Hadley, Mass., who sold us a great mattress on our first visit was knowledgeable, friendly and super helpful.

Unfortunately, when he rang up the sale, he said our credit-card order had suddenly disappeared off his screen, and he was unsure if it went through. He asked if he could redo the sale, and then read to us a note he included for the billing department not to charge us twice for the single mattress. He gave us his business card and urged us to call if by chance our card was double-billed.

Well, our card was double-billed. I called the store 3 times in as many days before finally reaching the manager. He said he’d heard from his colleague what had happened and that he’d already requested my refund for the phantom extra mattress. The manager aimed to call me back within an hour, after checking again with Mattress Firm’s accounting department about issuing a refund.

By the end of the day, I’d gotten no callback. At that point, I had to assume Mattress Firm’s accounting department was unresponsive and unapologetic, despite their extremely costly billing error. So I disputed the double charge with my credit card company.

Bottom line: Every time I shop at Mattress Firm, I’m impressed by the sales personnel’s general expertise about mattresses and specific knowledge of their inventory. Apparently they get a ton of great training annually.

But if you buy, use a credit card with a strong track record of investigating billing errors and backing their cardholders, like American Express. And watch your bill carefully. Mattress Firm’s billing software and their accounting department are a real risk and a huge...

Due to COVID there are fewer staff in the store but business is as busy as ever! While I was there within 2 hours more then 5 different people came in and out along with a shipment! Of course I wasn’t able to be helped one on one (it’s an insane time for businesses totally understandable)! With that being said Laurie the sales associate (who normally is at the Greenfield location) was AMAZING! I NEVER felt ignored! She always checked in to see how I was and was amazing with multitasking under the circumstances while be a wealth of knowledge! If all that wasn’t enough I had to make some adjustments to my order last minute before they closed and she went ABOVE AND BEYOND! She called the delivery department instead of emailing to ensure the changes I needed would be made and contacting me about the way in which I would need to pay the difference and how to contact the store tomorrow about delivery if she was unable to get around to setting it up (this was at 8:30 and they close at 8!)! I intended to contact them tomorrow as they were closed to set up a delivery plan but Laurie again went above and beyond and called again to ensure I was getting my goods delivered on time and when I would like. She is AMAZING! I will definitely recommend everyone I know to go to the Hadley location where Laurie is currently located! I have such a peace of mind knowing she is handling this purchase and delivery! Thank you...